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How do I sign up for the Custom Objects in Guide and Explore EAP?

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Ashwin Raju

Zendesk Product Manager

Posted Sep 12, 2024

Available on all Suite plansAvailable on Support Enterprise plans

Sign up form 

 

Limitations

Explore reporting using Lookup relationships:To build comprehensive reports on your tickets using related custom objects, you will need to relate your Ticket, Requester or Organization to a custom object using Lookup relationship fields

  • Multi-select field and Date field types in a target Custom object will not be available for reporting
  • Target fields in Lookup relationship of a Standard Object (Ticket, Requester or Organization) linked to another Standard Object (Ticket, Requester or Organization) will be available for reporting. Example - Let's say you have a Relationship Manager Lookup  in a Ticket pointing to User object. You can report on the Relationship Manager's name, but not on the Relationship Manager -> Designation 
  • You cannot report on the name of the Lookup relationships in a target custom object. Example: Lets say you have an Order Lookup in a Ticket. And the Order object has a Product Lookup that points to the Product object 

Lookup relationships in Guide Help center form: You can surface Lookup relationships in a Ticket pointing to a custom object to your help center form

  • Lookup Relationships pointing to Standard Object (Ticket, Requester or Organization) will not be available in the Guide help center form
  • The feature will only be available in the latest Guide theme as part of the EAP. Check out this document to upgrade to the latest version. We are working towards enabling backward compatibility to all versions
  • You will have to enable Read only permissions on the custom object for End user(customers) to get access

Customer permissions on Custom Object Record APIs:  You can now enable access of your Custom object data to your end users via API. This will help you build powerful custom solutions across all end user channels within Zendesk

  • Customer permissions are at an Object level. As you enable these permissions for a custom object, the customer will have access to all the records of the Object via API. You can however filter out what the customer needs to see. 

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